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Customer Support Manager - Remote

Posted 2 weeks ago

Overview

As a Customer Support Manager, you will fulfill the support team’s mission of solving customer problems and offering a great customer experience so that Quorum becomes indispensable to our users.

In Short

  • Learn the Quorum platform and team dynamics in the first week.
  • Familiarize with support operations and begin mentoring in the first month.
  • Act as a player-coach and assist in daily operations within six months.
  • Implement changes to enhance customer experience in the first year.
  • Supervise Customer Support Associates and manage team dynamics.
  • Take on support shifts and lead team integration efforts.
  • Ensure team members specialize in Quorum features.
  • Review customer support metrics and communicate insights.
  • Manage ticket workflow and ensure adherence to SLA goals.
  • Organize team meetings and professional development plans.

Requirements

  • Minimum of 3 years in a customer support management role at a SaaS company.
  • Ability to create diverse and inclusive team environments.
  • Adaptability to change and a focus on continual improvement.

Benefits

  • Flexible Paid Time Off.
  • Standard Brazil holidays plus additional company-wide days off.
  • Free Subscription to the Calm App.
  • Free Subscription to LinkedIn Learning.
  • Invest in Yourself Days for professional development.
  • Monthly Work from Home Stipend.
  • Mental and Dental Care by SulAmérica.
  • Virtual and in-person team events.
  • Mental Health stipend.
  • Alelo Food Voucher.
  • In company English classes.
  • Inclusion & Diversity Affinity Groups.
  • 12 weeks of paid parental leave.

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